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Customer Service Technician (Part Time)

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Customer Service Technician (Part Time)

Salary

$16.90 - $21.14 Hourly

Location

Durham, NC

Job Type

PT w/o benefits (Less than 20 hours per wk)

Job Number

25-05543a

Department

City Manager

Opening Date

08/25/2025

Closing Date

Continuous

+ Description

+ Questions

Position Description

Work, Serve, Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

Hiring Range: $21.14 hr. This is a Non-Benefited position

Hours: Mon- Thu 9am - 2 pm not to exceed 20 hours per week

All candidates are asked to please include a resume that you can attach in the application.

Our highly motivated, service-oriented City Manager’s Office (http://durhamnc.gov/250/City-Manager) Durham One-Call staff provides excellent customer service to our residents. Our group works in a dynamic, fast-paced environment in which staff regularly engage with the public to ensure our community is well-served. We foster a culture of service and encourage professional development and growth for staff. If challenging, meaningful work excites you, join our team in Durham!

This position is devoted to providing seamless enterprise-wide customer service, and complaint resolution including coordination, tracking and follow up. Perform standardized work following prescribed procedures and instructions. There is an established and specified routine to be followed and decision-making is limited with minimal consequence on overall operations.

Responsible for providing customer assistance by responding to routine questions or referring more complex questions to senior staff; preparing daily reports; entering data; creating customer service requests; responding to phone calls, on-line and face-to-face requests; processing service/work order requests and monitoring for completion; maintaining files; and escalating more complex issues to senior level staff, as assigned.

Duties/Responsibilities

+ Primary non-verbal communications duties: Respond promptly to customer questions and concerns across platforms like email, live chat, text, and social media. Address multiple conversations simultaneously, which is common in chat support. Troubleshoot and resolve issues related to products, services, or accounts using strong written communication skills.

+ Customer service: Provides customer service to the public and other internal and external parties; responds to routine questions in person, via phone or online; creates customer service requests and accounts; researches and provides standard information; routes callers and directs visitors to appropriate personnel, departments, or agencies; and escalates more complex issues to senior-level staff.

+ Maintain accurate customer records: Document all customer interactions and solutions provided within a Customer Relationship Management (CRM) system or company database. Utilize records to research issues, provide informed assistance, and ensure proper follow-up. Prepares, maintains, and/or processes routine reports, records, files, applications, work orders, and other documents and correspondence; enters and updates data; reviews, proofs and corrects information for accuracy and completeness.

+ Provide proactive support and feedback: Analyze inquiries to identify and escalate complex issues to a higher level of support when necessary. Contribute to internal knowledge bases, such as company FAQ pages, based on common customer questions. Gather customer feedback to provide insights for improving products, services, or internal processes.

+ Secondary phone communications duties: Answer incoming calls with the same goal of providing accurate information and resolving problems. Shift communication styles to include verbal skills, focusing on a professional and empathetic tone. Keep accurate records of phone conversations within the same system used for digital communications.

+ Processes service/work order requests, and monitors work orders for completion.

+ May provide bilingual support services to assist the public and/or other internal and external parties.

Minimum Qualifications & Experience

+ High School Diploma or GED,

+ Two years of related customer service experience

Additional Preferred Skills

+ One or more years of non-verbal customer service transactions experience

+ Previous experience handling a high volume of calls

+ Proficiency in MS Office applications (such as Word, Outlook, Excel, Teams etc.)

01

Where did you first hear about this opportunity?

+ City of Durham Website

+ Walk in

+ Job fair

+ Employee referral

+ Professional organization ***Please list the organization in "other" box below***

+ Internet posting ***Please list the specific web site in the "other" box below***

+ Craig's List

+ Facebook

+ LinkedIn

+ GlassDoor

+ governmentjobs.com

+ Monster.com

+ Indeed.com

+ Employment Security Commission

+ Magazine/Newspaper

+ Other

02

If you listed "other" above please give specific web site, organization, or publication.

03

Are you able to work fulltime in the office?

+ Yes

+ No

04

Please select your highest level of COMPLETED education.

+ Less than a High School Diploma or Equivalent (GED, HiSET, TASC)

+ High School Diploma or Equivalent (GED, HiSET, TASC)

+ Associates Degree

+ Bachelor's Degree

+ Master's Degree

+ PhD or Juris Doctorate

05

How many years of telephone and face-to-face customer service experience do you have?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 2 years related experience

+ 2 years but less than 6 years related experience

+ 6 or more years related experience

06

How many years of experience do you have in a high volume call/contact center environment?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 3 years related experience

+ 3 years but less than 5 years related experience

+ 5 or more years related experience

07

What volume of daily customer interactions/calls have you previously had experience handling?

+ No experience handling customer calls

+ Less than 10 calls per day

+ Between 10 and 40 calls per day

+ Between 40 and 70 calls per day

+ Between 70 and 100 calls per day

+ More than 100 calls per day

08

How many years of non-verbal customer service transactions experience do you have?

+ No related experience

+ Less than 1 year of related experience

+ 1 year but less than 3 years related experience

+ 3 years but less than 5 years related experience

+ 5 or more years related experience

09

Do you have any experience logging customer service requests into an automated system?

+ Yes

+ No

10

How would you rate your experience level with MS Office applications such as Outlook, Teams, Word, and PowerPoint?

+ No experience

+ Beginner level

+ Intermediate level

+ Advanced level

+ Expert level

11

How would you rate your experience level with MS Excel?

+ No experience

+ Beginner level

+ Intermediate level

+ Advanced level

+ Expert level

12

Please describe your experience with non-verbal communications and follow up? (Such as customer responses to text, chat, on line app, web, and voice mails and e-mails)

13

What is your preferred work environment?

14

Describe your use of complex telephone systems? (such as Cisco Finesse) If no experience please respond N/A.

15

Do you have any training or experience with Conflict Resolution or Conflict Management?

+ Yes

+ No

16

Please briefly describe an experience with a difficult/challenging customer, how you worked with the customer, and what the outcome was: If no experience, please put N/A

17

Please list any Customer Service training you have had: If no customer service training, please put N/A

Required Question